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UPI's bank charge claims don't stand up - Investigations
UPI's bank charge claims don't stand up
By Andrew Penman on June 4, 2009 12:01 AM in Investments
Delivering an email by hand was odd - but we were left with no choice.
We sent three messages to UPI (UK) Limited, which claims to help reclaim unfair bank charges, and received no reply at all.
So we printed the email and took it to director Julie Penhalagan in Skewen, South Wales.
We wanted answers for Brenda Platt of Chorley, Lancs, who was cold-called by UPI reps and told she was in line for £1,000 in compensation after six years of bank charges.
The caller then asked for Brenda's bank details, before asking her to pay £49 for its information pack.
We wanted to know:
* How did UPI calculate that Brenda might be in line for £1,000 compo if it didn't have her account details?
* Why it thought she'd been overcharged for six years without having these details?
* How it got her number - Brenda's ex-directory?
Despite being the sole director, Julie Penhalagan, 42, couldn't answer questions about UPI - "one of the market leaders in bank refunds". according to its website "with an impeccable track record".
She referred us to the manager, husband Keith, 45.
"We use several call centres in India, Africa and Wales who have a script," he told us.
"The caller asks if they have been overcharged by their bank in the last six years.
"If they say they have been charged, we give £1,000 as an example because if they were charged £30 a month for six years that's more than £1,000."
He said they buy details of potential customers from data agencies and sometimes ring people who are registered with the Telephone Preference Service.
"It shouldn't happen but it does through call centres," he said.
As for their success rate in getting refunds, Keith maintained: "I'd say 50% have their money and 50% are waiting."
Online, UPI is accused of "immoral trickery" and one blogger points out you can get the same information it provides for free elsewhere.
Keith responded: "My answer to any blog is if you're not man enough to put your name to something it can't be true."
He said one reason for the attacks was another firm was using UPI's name.
But why is Keith Penhalagan not a director, when he clearly knows more about it than his wife?
We think we can answer that.
In 2007 a previous firm of his, K&M Marketing, was exposed by BBC Wales consumer programme X-Ray for inflicting unwanted mobile phones on consumers, followed by unwanted bills.
- Coincidentally Trading Standards has just warned people contacted by bank charge reclaim firms: "Why pay for a service you can get for nothing?"
The watchdogs in West Sussex said hundreds of firms offer this service but you can submit a claim for a refund from your bank yourself free - for advice call Consumer Direct on 0845 404 0506.
It adds: "Never respond to an uninvited call and never give out bank details over the telephone."
UPI's bank charge claims don't stand up
By Andrew Penman on June 4, 2009 12:01 AM in Investments
Delivering an email by hand was odd - but we were left with no choice.
We sent three messages to UPI (UK) Limited, which claims to help reclaim unfair bank charges, and received no reply at all.
So we printed the email and took it to director Julie Penhalagan in Skewen, South Wales.
We wanted answers for Brenda Platt of Chorley, Lancs, who was cold-called by UPI reps and told she was in line for £1,000 in compensation after six years of bank charges.
The caller then asked for Brenda's bank details, before asking her to pay £49 for its information pack.
We wanted to know:
* How did UPI calculate that Brenda might be in line for £1,000 compo if it didn't have her account details?
* Why it thought she'd been overcharged for six years without having these details?
* How it got her number - Brenda's ex-directory?
Despite being the sole director, Julie Penhalagan, 42, couldn't answer questions about UPI - "one of the market leaders in bank refunds". according to its website "with an impeccable track record".
She referred us to the manager, husband Keith, 45.
"We use several call centres in India, Africa and Wales who have a script," he told us.
"The caller asks if they have been overcharged by their bank in the last six years.
"If they say they have been charged, we give £1,000 as an example because if they were charged £30 a month for six years that's more than £1,000."
He said they buy details of potential customers from data agencies and sometimes ring people who are registered with the Telephone Preference Service.
"It shouldn't happen but it does through call centres," he said.
As for their success rate in getting refunds, Keith maintained: "I'd say 50% have their money and 50% are waiting."
Online, UPI is accused of "immoral trickery" and one blogger points out you can get the same information it provides for free elsewhere.
Keith responded: "My answer to any blog is if you're not man enough to put your name to something it can't be true."
He said one reason for the attacks was another firm was using UPI's name.
But why is Keith Penhalagan not a director, when he clearly knows more about it than his wife?
We think we can answer that.
In 2007 a previous firm of his, K&M Marketing, was exposed by BBC Wales consumer programme X-Ray for inflicting unwanted mobile phones on consumers, followed by unwanted bills.
- Coincidentally Trading Standards has just warned people contacted by bank charge reclaim firms: "Why pay for a service you can get for nothing?"
The watchdogs in West Sussex said hundreds of firms offer this service but you can submit a claim for a refund from your bank yourself free - for advice call Consumer Direct on 0845 404 0506.
It adds: "Never respond to an uninvited call and never give out bank details over the telephone."
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